Troubleshoot Facebook Message and Comment Issues

Though rare, issues with the CommentSold and Facebook connection may happen. These issues can interfere with CommentSold's ability to read "SOLD" comments and/or interact with your shoppers via messaging. In some cases, these issues can result in Facebook placing a temporary hold on activity for your account.

Retailers can easily resolve some of these common issues using the steps we outline below. If you experience an issue with Facebook that we do not detail below, please contact our Support team by selecting the blue Support button in the bottom-right corner of your CommentSold dashboard.

Issues Sending Messages

Expand the below drop-downs to read an in-depth description and solution for Facebook comment issues.

Issue: Facebook blocked my account from sending Messages

Facebook will sometimes block accounts from performing certain actions, like sending messages, if it believes an account is spamming, adding too many friends, or has been posting content that is against the Facebook Community Standards.

This can affect the account's ability to send transactional messages (also known as Private Replies), or send out mass messages through Messenger.

Blocked accounts may receive one of several error messages, including:

"You have been temporarily blocked from performing this action."
"Our security systems have detected that a lot of people are posting the same content, which could mean that it's spam. Please try a different post."
"You recently posted something that violates Facebook policies, so you're temporarily blocked from using this feature."

Unfortunately, Facebook will require you to wait a certain period before restoring your account's ability to send messages again. Be sure you've read and understood Facebook's Community Standards to avoid this in the future.

Troubleshooting Errors

Expand this section to know about the common errors and how to troubleshoot them.

Issue: Customers not getting auto-replies/items not carting when comment claimed

If you linked the post using our auto-link feature, check this;

Make sure shoppers are using the correct trigger words (sold, variant).
Ensure Autolink is enabled in the Social Setup tab.
Confirm that the account you posted to is enabled in the Social Setup tab.
Check for any error messages in the Social setup tab.
Make sure the sku in the post is accurate.
Make sure the sku is the only hashtag on the post.

If you linked the post using our CommentChat feature, check this;

Make sure shoppers are using the correct trigger words. You can check which trigger words you set by clicking Edit on the flow under the CommentChat tab.
Make sure you have the correct product/page selected in the flow under the CommentChat tab.
Make sure the flow is connected to an existing post.
- If the flow says “Pending Next Post” under the CommentChat tab, the flow is not live yet and will connect to the next post you make.
- If the flow says “Inactive” under the CommentChat tab, the flow has been deactivated and must be re-published.

Error: “No Facebook Posts found” or "No Facebook posts found. Permissions error"

Cause: This error is caused by a disconnect in communication between CommentSold and your Meta account.

Resolution: Go to Social Setup>Facebook Pages and click the blue reconnect Facebook button. Reconnecting will sync CS to the Facebook account that is currently logged in on your device, so make sure you are logged into the correct Facebook account on the device before taking this action.

If reconnecting does not work, check if the Facebook page Admin’s personal FB profile is in Professional Mode - if so, switch it out of Professional Mode.

Don’t want to turn off Professional Mode? Try editing your Moderation Assist Settings to allow comment replies from CommentSold.

Issue: I keep getting these Facebook token emails. How do I make them stop?

These are tied to our Auto-link features. If you do not plan to connect your Facebook account under Social Setup and no longer want to get these emails, you will need to toggle off all auto-link settings under the Social Setup tab.

Troubleshoot Facebook Message and Comment Issues

Issues Sending Messages

Troubleshooting Errors

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